Senior Customer Service Advisor

Summary

Join TransferMate, a global payments provider, and contribute to our award-winning team. As a senior customer service professional, you will be the escalation point for complex payment issues, ensuring service level agreements and compliance are met. You will investigate and resolve payment discrepancies, educate customers, and maintain accurate records. Collaboration with other departments is key to efficient issue resolution. You will also identify opportunities to improve customer experience and contribute to service improvements while ensuring compliance with financial regulations. This role requires strong communication, problem-solving, and technical skills within a fast-paced, regulated environment. TransferMate offers competitive benefits, including remote work and flexible hours.

Requirements

• Previous experience in a senior customer service role
• Excellent verbal and written communication skills with a calm, professional manner
• Strong problem-solving skills and attention to detail
• Detail-oriented with strong organizational and documentation skills
• Comfortable using customer service tools (e.g., Zendesk, Salesforce, Freshdesk) and CRM systems
• Ability to thrive in a fast-paced, regulated environment
• Tech-savvy and comfortable using customer service platforms (e.g., Zendesk, Salesforce, Freshdesk) and CRM tools

Responsibilities

• Respond to customer queries and concerns related to payments
• Act as the escalation point for complex payment-related queries and issues
• Monitor daily operations to ensure service level agreements (SLAs), key performance indicators (KPIs), and compliance targets are consistently met
• Investigate and resolve payment discrepancies, escalate complex issues where appropriate
• Educate customers on payment processes, timelines, and available payment options
• Record customer interactions accurately and maintain up-to-date case notes in the CRM system
• Collaborate with other departments (e.g., Payments, Fraud, Risk) to resolve issues efficiently
• Identify opportunities to improve customer experience and contribute feedback for service improvement
• Ensure compliance with financial regulations and internal policies related to payments and customer data

Preferred Qualifications

• Experience in a customer service team leader or supervisory role, ideally within a payments or financial services environment
• Basic technical knowledge of payment gateways or transaction systems
• Previous experience in a contact centre role

Benefits

• Competitive annual leave and additional days per length of service
• Remote working and flexible working hours
• Maternity and paternity leave
• Compassionate leave